Watch out! Here comes Gladys. Or maybe it's Tim, Nelly, or Nigel. Whatever the name, this client is cranky and snappish, making even the most skilled professionals run for cover. Is it possible to convert this cantankerous customer into a fan?

Here are Suttle's seven tips to turn tough customers into devoted fans who spread good news about your company. To learn more about creating world-class customer service, tune in to my interview with Suttle on Million Dollar Mindset radio.